Quick Reference — Message Windows for athenaCommunicator Automated Messages

athenaCommunicator

 

By default, athenaCommunicator makes calls and sends email and text messages during the following hours (which respect the patient's U.S. time zone, not the practice's time zone).

• ReminderCall
  • Email and text messages: 9:00 a.m. — 9:00 p.m.
  • Phone calls: 10:00 a.m. — 8:00 p.m.
• ResultsCall: 9:00 a.m. — 8:00 p.m.
• GroupCall
  • Immediate Cancellation: 7:00 a.m. — 8:00 p.m.
  • Custom (also known as Message Only): 10:00 a.m. — 8:00 p.m.
  • No Show: 10:00 a.m. — 8:00 p.m.
  • Ticklers: 10:00 a.m. — 8:00 p.m.
  • Cancellation: 10:00 a.m. — 8:00 p.m.
  • Weather: 7:00 a.m. — 8:00 p.m.
  • Population Health campaigns: 10:00 a.m. — 8:00 p.m.
  • Health Awareness campaigns: 10:00 a.m. — 8:00 p.m.
• Order Reminders: 9:00 a.m. — 8:00 p.m.
• Self-Pay: 10:00 a.m. — 8:00 p.m.

If you use the Live Operator service, live operators are available from 10:00 a.m. to 8:00 p.m., Monday through Friday (excluding major holidays). These hours cannot be changed.

 

Notes:

• Patient Portal verification calls and text messages are not restricted to specific message windows. Because this type of call is explicitly requested by patients at a time that is convenient for them, athenaCommunicator sends verification calls and text messages on demand at any time of the day or night.

• Time zone information appears in all applicable messaging content, and the time zone displayed to patients reflects their own time zone based on their address-on-file (as opposed to your practice's time zone). These changes only apply to patient time zones in the United States and United States territories. If the patient time zone cannot be determined, the messaging content and the delivery time window default to respect your practice's time zone.